Results-driven Customer Experience Manager with over 11 years of expertise in leading support operations and managing customer and marketplace seller relationships across Australia, New Zealand, Singapore, and Malaysia. Proven track record in performance management, KPI tracking, quality assurance, fraud prevention, chargeback handling, and data storytelling. Skilled at driving process improvements, achieving an 82% increase in CSAT, and reducing response times to 8–10 hours. Proficient in Zendesk, Freshdesk, CRM software, CMS platforms, SLA management, team leadership, root cause analysis, and coaching, with a commitment to delivering top-tier customer experiences while maintaining operational integrity.